Demand Fulfillment Specialist

Overview

Demand Fulfillment Specialist

The success of a company depends on the passionate people we partner with. Together, let's share our talents. Ceva Animal Health is a global leader that researches, develops, produces and supplies innovative health solutions for all animals. We are committed to the care and well-being of farm animals, companion animals, and wildlife, and to a One Health approach. We uphold a Diversity, Equity and Inclusion policy and provide reasonable accommodations during the interview process.

Location:

Durham, NC

The Demand Fulfillment Specialist (DFS) coordinates all aspects of the order process with distributors, pet retail and key account customers, including entry, invoicing, returns and communications to inform customers of order fulfillment statuses. The DFS also supports commercial operations functions for Companion Animal and tracks customer service levels (On Time in Full and Right First Time) to ensure high customer satisfaction.

Responsibilities and

Key Duties:

• Order Entry and Commercial Support:
  Placing and auditing orders for distribution and company accounts within accepted time frames; answer inquiries within defined KPI levels.
• Manage tasks for accounts: invoicing, damage claims, updating customer information for Sales, Supply Chain and Quality.
• Process returns: issuing RMAs, handling damage and shortage claims, stock reception, billing/crediting, and shipping replacement goods; maintain Proof of Destruction forms for non-inventory returns.
• Proactively inform customers of backorders, discontinued SKUs, and order statuses.
• Report and record information as defined by management and notify appropriate parties.
• Assist DFS Team Lead with special projects (audits, research, etc.).
• Assist various Managers and internal teams with follow-up information for related items.
• Assist Sales, Marketing, Finance, IT and Operations with tasks as needed.

Analysis and Order Prioritization:

• Track shipping issues, On Time in Full, Same Day Service and Right First Time levels.
• Communicate orders to warehouse release and tracking; ensure orders are processed, shipped and invoiced in a timely fashion; help set order priorities and ensure lead times are met.

• Shape solutions out of complexity; evolve the immediate environment.
• Client focus; treat needs and requests positively.
• Collaborate with empathy; share information and listen to others.
• Engage and develop; share knowledge and receive feedback.
• Drive ambition and accountability; ensure accuracy and KPI-driven performance.
• Influence others; communicate with structure and confidence.

• Strong communication skills; verbal and written.
• Excellent computer skills (ERP systems such as JDE, Excel, Office, Adobe, Gmail or Google platform experience).
• Telephone skills; efficiency with programs and follow-up communications.
• Time management, analytical skills, teamwork, planning, problem solving and process improvement.

• Education:
  
  Bachelor’s degree preferred; will consider sufficient relevant experience and skill levels.
• Work Experience:
  
  At least 1 year of proven customer service experience within a corporate setting.
• Physical Requirements:
  
  Must be able to read and write in English; visual inspection.
• Working Conditions:
  
  Standard office setting.
• Travel:
  May be required (0-10%).

This job description is intended to convey information essential to understanding the scope of the job. It is not an exhaustive list of qualifications, skills, duties, or working conditions. Ceva reserves the right to modify job duties and/or job descriptions at any time. Ceva is an equal opportunity employer and all qualified applicants will be considered without regard to race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.